Cengage Group
Overview
We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see the inclusion and diversity page of the company website. The Client Operations Manager
The Client Operations Manager will manage and deliver talent pipeline services to new and existing corporate clients. The role guides new corporate clients through post-contract onboarding processes and manages client success and service delivery from end to end through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and demonstrating performance vital for the sales team to expand the business. The role also analyzes and improves organizational processes to enhance quality, productivity and efficiency. The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling services delivered, including the following: All phases of the talent pipeline lifecycle — onboarding, design and process development for each client, proactive client outreach at strategic intervals through the contract lifecycle, technical support needs, regular reporting, and quarterly progress sessions for assigned clients. Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs in preparation for placement with corporate clients. Responsible for applicant outreach, communications, and success through the recruitment funnel. Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by corporate clients. Responsible for upskilling trainee support, communications, reporting, and success. Analyze operational processes and performance data to identify opportunities for improvement. Lead and direct operations team to achieve business targets, including student/candidate tracking and client reporting data and metrics. Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training. Work cross-functionally with internal departments and external clients to achieve goals. Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients. Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately. Ensure operations are carried out in a cost-effective way; respond to clients and students in a timely manner. Support forecasting requirements, communicate with clients directly, and address operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth. Responsible for related procurement processes and coordination of materials and resources. Identify and address problems and opportunities for the business. Provide data and support to management as needed. Skills You'll Need Here
Basic
BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position. Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work. Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally. Highly flexible and adaptable to change. High energy and good communication skills both written and verbal. Ability to interact professionally with Vice Presidents and Director level staff within clients. Customer focused mentality; both in work with candidates, trainees and clients. Comfortable using technology in performing routine job tasks and for product demonstration purposes. Outstanding organizational and time management skills. Proficiency in PC and Microsoft Office applications. Salesforce experience is a plus. Ability to monitor and evaluate operational data. Preferred
Professional business-to-business/customer success experience (3 years strongly desired). Experience working with adult learners and non-traditional students. Ability to be a strong partner within and outside one\'s own department. Understanding of client relations/partnership management and how to work efficiently with external partnerships. Driven to succeed with a customer success mindset. Cengage Group is committed to working with broad talent pools to attract and hire qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable laws. Cengage is committed to providing reasonable accommodations for qualified individuals with disabilities during the job application process. If you are an applicant with a disability and require reasonable accommodation, please contact accommodations.ta@cengage.com or +1 (617)289-7917. About Cengage Group
Cengage Group is a global education technology company serving millions of learners, providing affordable, quality digital products and services that equip students with the skills to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content and now integrated digital platforms. We serve higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Compensation
We offer a comprehensive Total Rewards package. The full base pay range is provided below; individual base pay varies based on schedule, qualifications, experience, internal equity, and geographic location. Sales roles may include incentive compensation beyond base pay. Salary range: 58,300.00 - 75,750.00 USD. Cengage Group is a global education technology company serving millions of learners, providing affordable, quality digital products and services that equip students with the skills needed to be job ready. We serve the markets worldwide through scalable technology, including MindTap and Cengage Unlimited. Warning: Be aware of targeted recruitment scams falsely offering jobs on behalf of Cengage Group. Cengage will interview candidates via live meetings, phone or video calls before an offer is extended. Ensure communications come from an @cengage.com email address.
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We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see the inclusion and diversity page of the company website. The Client Operations Manager
The Client Operations Manager will manage and deliver talent pipeline services to new and existing corporate clients. The role guides new corporate clients through post-contract onboarding processes and manages client success and service delivery from end to end through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and demonstrating performance vital for the sales team to expand the business. The role also analyzes and improves organizational processes to enhance quality, productivity and efficiency. The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling services delivered, including the following: All phases of the talent pipeline lifecycle — onboarding, design and process development for each client, proactive client outreach at strategic intervals through the contract lifecycle, technical support needs, regular reporting, and quarterly progress sessions for assigned clients. Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs in preparation for placement with corporate clients. Responsible for applicant outreach, communications, and success through the recruitment funnel. Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by corporate clients. Responsible for upskilling trainee support, communications, reporting, and success. Analyze operational processes and performance data to identify opportunities for improvement. Lead and direct operations team to achieve business targets, including student/candidate tracking and client reporting data and metrics. Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training. Work cross-functionally with internal departments and external clients to achieve goals. Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients. Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately. Ensure operations are carried out in a cost-effective way; respond to clients and students in a timely manner. Support forecasting requirements, communicate with clients directly, and address operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth. Responsible for related procurement processes and coordination of materials and resources. Identify and address problems and opportunities for the business. Provide data and support to management as needed. Skills You'll Need Here
Basic
BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position. Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work. Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally. Highly flexible and adaptable to change. High energy and good communication skills both written and verbal. Ability to interact professionally with Vice Presidents and Director level staff within clients. Customer focused mentality; both in work with candidates, trainees and clients. Comfortable using technology in performing routine job tasks and for product demonstration purposes. Outstanding organizational and time management skills. Proficiency in PC and Microsoft Office applications. Salesforce experience is a plus. Ability to monitor and evaluate operational data. Preferred
Professional business-to-business/customer success experience (3 years strongly desired). Experience working with adult learners and non-traditional students. Ability to be a strong partner within and outside one\'s own department. Understanding of client relations/partnership management and how to work efficiently with external partnerships. Driven to succeed with a customer success mindset. Cengage Group is committed to working with broad talent pools to attract and hire qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable laws. Cengage is committed to providing reasonable accommodations for qualified individuals with disabilities during the job application process. If you are an applicant with a disability and require reasonable accommodation, please contact accommodations.ta@cengage.com or +1 (617)289-7917. About Cengage Group
Cengage Group is a global education technology company serving millions of learners, providing affordable, quality digital products and services that equip students with the skills to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content and now integrated digital platforms. We serve higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Compensation
We offer a comprehensive Total Rewards package. The full base pay range is provided below; individual base pay varies based on schedule, qualifications, experience, internal equity, and geographic location. Sales roles may include incentive compensation beyond base pay. Salary range: 58,300.00 - 75,750.00 USD. Cengage Group is a global education technology company serving millions of learners, providing affordable, quality digital products and services that equip students with the skills needed to be job ready. We serve the markets worldwide through scalable technology, including MindTap and Cengage Unlimited. Warning: Be aware of targeted recruitment scams falsely offering jobs on behalf of Cengage Group. Cengage will interview candidates via live meetings, phone or video calls before an offer is extended. Ensure communications come from an @cengage.com email address.
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